Account Manager

Description

Summary

The Account Manager is responsible for managing all aspects of an assigned portfolio from a Business Development Representative. The Account Manager acts as a right-hand resource to sales, and facilitates major communication between departments (Sales, Ops, Accounting, Titling, Customer). This includes, but is not limited to, initial communications, follow up communications, closing procedures, general customer service and customer experience management. Additionally, the Account Manager will help to develop relationships with clients and other sources which will result in referrals of prospects and help generate new business.

Responsibilities

• Provide courteous, timely, and effective customer service to both internal and external customers.
• Maintain positive customer experience through resolving concerns, auditing insurance, correcting charges, assisting with payoffs, and other general problem solving. Account Manager is main point of contact for current customers.
• Manage relationship and ensure timely communication to acquire future business. This is both on a direct end user (Customer) and vendor relationships.
• Manage assigned portfolio through complete and current knowledge of client’s business operations, deal structure, platforms. This includes Customers, Customer referrals, Vendors, Referral Sources, and Brokers. (25 top priority accounts, 100+ total accounts)
• Responsible for ensuring all terms comply with approved program structure. Ensure changes are communicated inter-departmentally, executed appropriately, and documented thoroughly.
• Ongoing interaction with co-workers, Underwriting, Sales, Accounting, Operations, Collections, and management to ensure portfolio is managed effectively.
• Interact with the Operations Team to ensure daily procedures and workflow are consistent.
• Communicate with clients on a consistent and thorough basis to keep the Client apprised of all activity. Ensure the client is receiving the information necessary to effectively run their business as expected.
• Assist management and co-workers as needed. Crosstrain and back-up other positions within the division as needed.
• Other duties that may be requested/assigned from time-to-time.

Requirements

Skills/Experience/Education

• Bachelor's degree or equivalent experience (administrative, financial, or organizational) required.
• Adaptability – adapts to changes in the work environment positively. Exhibits flexibility and unbiased attitude, open to new ideas and deals effectively with pressure situations.
• Dependability – meets commitments, works independently, accepts accountability, stays focused under pressure, and meets attendance requirements.
• Initiative – tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development and seeks learning opportunities.
• Productivity – manages expected workload, takes on additional responsibilities as needed, manages priorities and deadlines, develops and follows work procedures and policies, manages time effectively, handles information flow.
• Quality – attentive to detail and accuracy, shows commitment to quality standards, makes continuous improvement, takes ownership in resolving quality problems/issues, recognizes and communicates quality problems/issues to management.
• Communication – speaks clearly and concisely in a positive, or negative, situation. Listens and gets clarification. Responds well to questions, ability to present numerical data effectively, ability to read and interpret written information.
• Teamwork – contributes to team projects, exchanges ideas and opinions, helps prevent and resolve conflict, works with other departments effectively, and develops positive working relationships.

Essential Mental & Physical Requirements

• Ability to travel if required to perform the essential job functions.
• Ability to work under stress and meet deadlines.
• Ability to read and interpret a document if required to perform the essential job functions.
• Prolonged periods of sitting at a desk and working on a computer may be required.
• Ability to lift/move/carry approximately 15 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division any “undue hardship” then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.

Gulf Coast Bank & Trust Company and its subsidiaries is committed to a diverse and inclusive workforce. We are committed to equal employment opportunities without regard to race, color, genetic information, religion, sex, affectional or sexual orientation, gender identity or expression, age, marital status, military and veteran status, physical and mental disability, and any other characteristic protected by applicable law. We believe in attracting, retaining, and promoting quality talent and recognize that our diversity is critical to the success of the company.